YOUR RIGHT · NOT A FAVOUR
You can complain. It will not affect your supports.
Making a complaint about PowerCare — to us, or over our heads to the NDIS Commission — will never change the supports you receive, will never be held against you, and will never be a reason to end your service. That is not a promise we are being generous about. It is your right.
What happens when you tell us.
Tell us — however you want to
Call, email, write, or ask a support worker to pass it on. You can complain in person, in writing, in your first language, through an advocate, through a family member, or anonymously. You do not have to use a form and you do not have to use the word "complaint".
We acknowledge it, and we tell you who is handling it
You will be told who is looking into it and what they are doing. If we need more information, we will ask you — we will not simply go quiet.
We look into it properly, and you are part of it
You can have a support person, a family member or an advocate with you at any point, and you can ask for the process to be explained in a way that works for you.
We tell you the outcome, and what changed
Including when the outcome is not what you wanted, and why. If something we do needs to change, we tell you what we changed.
If you are not satisfied, escalate — to us, or over us
You can ask for the decision to be reviewed. You can also go to the NDIS Quality and Safeguards Commission at any time, including instead of telling us at all.
How to reach us
- Phone
- +61 469 843 621
- info@powercare.au
- In person
- Tell any PowerCare worker. They are required to pass it on.
You can also go straight to the NDIS Commission. That route is below, it is public, and it works today.
The NDIS Quality and Safeguards Commission.
The Commission is the independent government body that regulates NDIS providers, including PowerCare. You can contact it about any NDIS provider, at any time, for free — whether or not you have raised it with us.
- Phone
- 1800 035 544 (free call from landlines)
- National Relay Service
- accesshub.gov.au — then ask for 1800 035 544
- Interpreter (TIS)
- 131 450 — then ask for 1800 035 544
- Online
- ndiscommission.gov.au
You can also get free, independent help to make a complaint from a disability advocate. An advocate does not work for PowerCare and does not work for the NDIS — they work for you. The NDIS Commission can point you to one.
Tell us when we get it wrong.
A complaint is information. It is the fastest way we find out that something we believe is working, isn't.